Request Settings Section

In the Request Settings section, you configure various settings related to support request limits.

Topics:

Limiting Queue Size

The Maximum Requests field allows you to limit the number of customers requests allowed in the queue. When the limit is reached, new requests are blocked, thereby limiting the number of customers awaiting assistance in the queue at one time.

In the Limit Message field, you can to enter text to be displayed as a message to customers requesting help when the maximum requests limit has been reached and there are currently no available spots in the queue. Virtual Assist provides a default message: Maximum queue size reached, please try again later.

Limiting Requests from a Single IP

Sometimes, a customer may request help and be placed into the queue multiple times, thereby tieing up the queue. To prevent the same customer from requesting Virtual Assist support multiple times at once, you can limit the number of requests coming from a single IP. Enter the desired limit in the Maximum Requests from One IP field. Enter 0 (default) for no limitation.

Limiting the Time a Customer is in a Queue

To avoid customers waiting indefinitely for Virtual Assist support during high-volume periods, you can set a time limit (in minutes) for how long a customer can remain in the queue without receiving support. Set this limit by entering the desired number of minutes in the Pending Request Expired field. Enter 0 (default) if you do not wish to set a limit.